Freezing

[Eirwen158]

This freezing hasn't been this bad since we bought the tv the month it came out. 

can anyone suggest anything. Thought it was just sky news but now it's cinema channels too. just when you think it's totally settled down here we go again. Have tried turning off and turning on again but no. Help would be much appreciated. Thank youv

[MarkGoldsmith]

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@Eirwen158 wrote:

This freezing hasn't been this bad since we bought the tv the month it came out. 

can anyone suggest anything. Thought it was just sky news but now it's cinema channels too. just when you think it's totally settled down here we go again. Have tried turning off and turning on again but no. Help would be much appreciated. Thank youv

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If the Glass is connected to the internet via Wifi, its possible its interference on your Wifi network thats causing this. The Sky streaming platform requires a strong and stable internet connecton which has been an issue for many customers' own Wifi networks.

The best way to test that this is indeed the issue is to try connecting via an ethernet cable and see if that improves it. When doing this, ensure you go into the Network settings on the Glass TV and disable the Wifi. If you don't disable the Wifi it will tend to default back over to it rather than using the ethernet connection. Its always worth giving the Glass a reboot at this point (turn it off at the plug for 1 min) to ensure its picked up the setting change of disabling the wifi.

[Eirwen158]

Thank you for replying. If it was that ,though would it not affect the whole of the tv connection. ? Sorry if that's a silly question but you can have months of perfect viewing and then this happens. Nothing different in the household and the network and connection are fully working with everything else 

[MarkGoldsmith]

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@Eirwen158 wrote:

Thank you for replying. If it was that ,though wouldIn t it not affect the whole of the tv connection. ? Sorry if that's a silly question but you can have months of perfect viewing and then this happens. Nothing different in the household and the network and connection are fully working with everything else 

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Thats actually a good question.

In theory there are many things that can cause Wifi interference. It could get caused by other electronic devices ( there have been a few posts on this forum where the odd customer discovered they were unable to use the Sky Streaming platform via Wifi when their microwave was on due to the interference). Depending on the structure of your property and proximity to neighbours you could also be getting some interference from a neigbours network as well.

The Sky streaming platform is quite unique in the way it works compared to other internet devices like a tablet or smartphone. Whilst most other devices have apps that are stored locally on them, and when streaming content from the internet will buffer locally so can handle weaker wifi signals or dropped packets. The Sky streaming platform is fully remote, so when you turn it on its actually connecting to Skys own servers to display the content, and when you open an app its running the app remotely from Sky's server with only a small amount of data being cached locally in the memory of the Glass TV or Stream puck. This typically seems to be the reason why any sort of network instability, or weakening of the internet connection before the 25-30 Mbps recommended spped that the device is capable of getting tends to cause issues with freezing, buffering or sometimes just complete crashes.